Policies and Procedures
This page provides links to a variety of key departmental policies and procedures. The documents set out the levels of service that you should receive when dealing with the department. In addition procedures are set out for situations in which the quality of service provided may not meet the standards set out in our Service Level Agreements.
Estates staff can find internal department procedures on our Metranet pages. Procedures for building users and contractors are listed below:
Asbestos Management Plan (Word)
Estates Health and Safety Policy (PDF)
Space Temperature Policy (PDF)
PAT Testing Policy (PDF)
Business Continuity Plan (Word)
Communications Plan (Word)
Estates Complaints Procedure
Verbal complaints (either on the telephone or face to face)
- Listen to what is being said. Let the complainant have their say, whether or not you think they are right. Remain calm and polite, even if someone is angry and abusive - (see abusive complaints below).
- Make a written record of the conversation, ensuring that you have a telephone number or contact address, all notes should be signed and dated and passed to the Administrator for action.
- Make sure you understand the complaint. Ask questions if you do not understand and repeat what you understand to be the nature of the complaint back to the complainant to double check that you have got it right.
- Where it is not possible to resolve the complaint quickly, the complainant should be asked to submit a written complaint for investigation.
Written complaints
-
A copy of every complaint received by any member of the Estates Department should be passed to the Departmental Administrator.
-
The complaint will be entered into the department’s complaints log by the Department Administrator at Holloway site and will be allocated a log number for reference, date of receipt and brief synopsis of the complaint with a date to respond.
-
Once logged the Departmental Administrator will note the ID number on the top of the complaint letter and forward it to the appropriate Head of section.
-
A reply should be sent to the complainant within 7 working days of receipt of the complaint. If it is not possible to complete the necessary investigation within this time, an acknowledgement letter should be sent, informing the complainant that the investigation is not yet complete. The date of correspondence should be entered in the complaints log.
-
A copy of the complaint and the final response letter should be kept on record.
Members & Dignitaries Enquiries (from Members of Parliament or other dignitaries)
- Copies of any complaints from MPs or dignitaries should be sent to the Chief Executive together with the response.
Abusive complaints
- Should any complainant become abusive, the matter should immediately be referred to the relevant manager who should ensure that if required the incident is logged on the Health and Safety record maintained by the department’s Heath and Safety representatives. Security staff should be called to assist whenever needed.
Appeal Procedure
-
The Departmental Administrator will acknowledge receipt of this letter within 2 working days. The Director will then investigate and provide a written response to all complaints within 7 working days.
- Copies of the complaint will be kept on record.
Children on Premises
The University is currently working to provide a more uniform policy on Children on the premises, for the time being please contact your local building to find our their policy. The Women’s Library has a codified policy:
Children and young people Young people are welcome at The Women's Library. Students focussing on suffrage for their coursework are warmly welcome to research at The Women's Library. Anyone over 14 can register as a reader and use the Reading Room. For more detailed information on what’s available, please read our Source Notes. Children under the age of fourteen are welcome to use the Reading Room if accompanied by a responsible adult. Babies may be taken into the Reading Room at the discretion of Library staff, and are welcome throughout the rest of the building.
Archiving Policy
To view the Estates Department Archives Policy as a PDF, please click here. All archived documents are classified as having a document class. These classes identify the type of document and how long it must be retained. Below are links to PDFs, explaining the document classes:
 |
| Policies and Procedures |
 |
 |
 |
